URBN Junior Tech Support Analyst

URBN UK Limited is part of the URBN Group, a global retailer, with its European Head Office located in London. Its retail offering in Europe takes the form of three brands.

With stores in more than 10 European countries and a strong e-commerce presence, we’re driven by the same core values as our customers, and we approach our work with a sense of community and purpose that sets our brands apart. We love what we do.

The Junior Tech Support Analyst provides first-line IT support across Retail and Corporate environments. This role focuses on responding to incidents, delivering effective troubleshooting, and escalating more complex issues to the Tech Support Analyst where required. This position is designed as an entry-level support role with a strong emphasis on learning, development and building technical capability within a fast-paced retail technology environment.

• Respond to incident requests from stores, business partners and Head Office functions in line with agreed Service Level Agreements (SLAs).
• Provide first-line troubleshooting and support across hardware, POS and standard applications.
• Escalate complex or recurring issues appropriately to the Tech Support Analyst.
• Maintain regular communication with the wider support team to identify store trends and recurring issues.
• Contribute to continuous improvement initiatives by following established processes and suggesting practical enhancements.
• Maintain clear and accurate documentation within the ticketing system.
• Communicate effectively with UK/EU and US IT Support teams where required.
• Deliver a professional, customer-focused service in a fast-paced retail environment.

• Experience in an IT support role or similar customer-focused technical environment.
• Basic understanding of Windows and macOS operating systems.
• Good problem-solving and analytical skills.
• Strong written and verbal communication skills.
• Ability to prioritise tasks and work effectively within agreed service levels.
• Ability to work both independently and as part of a small support team.
• Enthusiasm for technology and a genuine interest in developing a career in IT.
• Professional, dependable approach with a strong customer service mindset.

• Work-life balance:
  • Flexible start and finish times
  • Bring your dog to work
• Wellbeing:
  • Employees Assistance program to support with mental, physical and financial health
  • Fully equipped free gym and on-site wellness room in Brick Lane and 50% discount off external gym memberships
  • Private Medical Insurance
• Employee Discount:
  • Up to 40% off at all URBN Brands
• Community:
  • One paid day to either volunteer or fundraise for a charity of your choice
• Travel:
  • Cycle to work scheme, season ticket loan
• Continued Development:
  • We offer structured support within the business alongside continued learning and development

URBN is an Equal Opportunities Employer committed to diversity and inclusion. We provide equal employment opportunities regardless of age, sexual orientation, sex, gender reassignment, pregnancy, marital status, religion, race, or disability. We base all our employment decisions on merit, job requirements and business needs.